Behind the Hire | Operations Manager, New York

We recently partnered with a UK premium chocolate and coffee brand as they prepared to launch their first US location in New York, supporting the appointment of an Operations Manager to lead the opening.

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Benjamin Fitzgerald was in New York during the search, and one thing was immediately clear: the premium casual dining and café space is thriving. The city feels as vibrant and fast-paced as ever, with strong demand for well-executed hospitality concepts that combine quality products with exceptional guest experiences.

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The brief was straightforward but high stakes. The business needed a true “boots on the ground” leader who could take full ownership of the operation from day one. This included responsibility for the P&L, building and training the opening team, and ensuring the concept delivered across both café and retail performance.

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For brands entering the US market, particularly in a competitive city like New York, the first leadership hires are critical. The right Operations Manager not only drives day-to-day performance but also sets the culture, service standards, and operational foundations that support future growth.

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The successful candidate brings deep New York experience, having led high-volume, multi-million-dollar hospitality operations and managed large teams within flagship environments.

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In a fast-moving market, getting the leadership piece right matters most. This hire helps establish a strong foundation for the brand’s US expansion and long-term success.